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I no longer have the original packaging?

If you no longer have the original packaging then please use any suitable packaging that will sufficiently protect the items in transit.

I forgot to include my returns slip – what should I do?

If no return instructions are enclosed, we'll refund you for the returned items. However if you let us know ahead of time what replacement items you require we can add a note to your account for you. Please Contact Us

Can I cancel my order?

If you are a customer of the European Union then you can cancel an order up to and including the 14th day after its delivery, with some exceptions. Please see What items cannot be returned?.

When will I receive my replacement?

Replacements are shipped to you free by standard delivery. If you’d like them to be sent express (for countries where this option is available) please request this with your return. The difference between standard and express delivery costs will be charged to your card.

You will receive an email once your replacements have been despatched

I've received a refund but requested a replacement?

We can’t guarantee that the replacement items you requested on your returns form will still be available by the time the return is processed

If a replacement item is not available then a refund will be processed instead

If a replacement is in the Sale or low in stock, you might want to place a new order and return the unwanted item for a refund

Why have I been charged more for my replacement?

All replacement items are exchanged at the live price on the date the exchange is processed, You would only be charged more if:

The item you are returning is lower in value

The item you are returning is a different colour/item

The item you requested is no longer on sale/promotion.

Can I request a replacement item which is higher in value?

If you’ve asked for replacements of a higher value than what you’ve returned it will depend on the payment method you used on the original order:

If you paid using a card, then any difference will be charged to the card used to pay for the original order unless you request otherwise

If you paid using PayPal then unfortunately we cannot take additional funds and you’ll be refunded for your returned items instead. You will need to place a new order.

If you paid using only a gift card, we can process replacements of a higher value as long as there is enough balance left on the gift card. If there are insufficient funds then a refund will be processed back to your gift card and you can then place a new order.

Do I have to pay shipping again for my replacement item?

If you’ve asked for replacements, you won’t be charged again for shipping

Replacements are shipped to you free by standard delivery

If you’d like them to be sent express (for countries where this option is available) please request this with your return. The difference between standard and express delivery costs will be charged to your card.

How do I return a faulty item?

If anything you order from us fails prematurely due to defective workmanship or materials, we would be happy to offer the following as appropriate in the circumstances.